Artificial intelligence is poised to completely reshape how India experiences food delivery. Swiggy's Food Marketplace CEO Rohit Kapoor made this bold statement on Monday. He spoke from Davos on the sidelines of the World Economic Forum, highlighting AI's rapid expansion into everyday life.
Gen AI's Immediate Impact on Customer Service
In a video interview with PTI, Kapoor explained that generative AI is already changing the game. He provided a concrete example from customer service. "If somebody calls customer service, I can use Gen AI to understand the quality of that discussion live. Then I can act on it immediately," Kapoor said. He described this as a powerful new capability that AI is unleashing for businesses.
Democratizing Intelligence for All Stakeholders
Kapoor emphasized that AI is now putting intelligent tools directly into people's hands. "It tells restaurant partners what happened yesterday, which dishes sold well and which did not," he noted. The technology also assists delivery partners by showing them where to find the most orders. For company leadership, AI provides instant insights into daily business performance.
According to the Swiggy executive, several other AI-driven experiments are currently underway. He stressed that embracing this technology is crucial at this pivotal moment. Swiggy's leadership team has fully adopted what Kapoor calls the "transformational change" led by artificial intelligence.
Robotics and Drones Enter the Arena
With AI driving transformation, robotics is also playing a key supporting role. Kapoor pointed to warehouses where robotics applications are significant. He also mentioned test cases involving drone deliveries for food. However, he was quick to add a note of realism.
"Swiggy has only conducted a handful of use cases so far," Kapoor admitted. "There could be some pilots and experiments in different parts. But I would not call this mainstream in the business yet." He explained that costs need to decrease over time for these technologies to become widespread.
The Future of Drone Delivery
When asked about the timeline for drone delivery moving beyond tests, Kapoor refused to bet against technology. He predicted usage will increase once a low-cost option emerges. "There's always a competing resource that can do the same job," he remarked, highlighting the importance of economics.
Kapoor acknowledged drones excel at delivering to specific spots. But he raised a critical question about the last mile. "In an office complex or a residential society, a drone can go to one place. But you need your food at your doorstep. Those questions need answers first," he stated.
Despite these challenges, Kapoor expressed confidence in technological evolution. "As things evolve, models change and transform. Things will happen," he concluded optimistically. His comments paint a picture of an industry on the cusp of major AI-driven change.
